InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. It also reveals revenue-driving behaviors, which can be valuable information for customer loyalty programs. Did you know that social media is the number one discovery channel for products?

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

C3Centricity

MAY 12, 2024

According to a report by Epsilon , 80% of consumers are more likely to purchase from a brand that provides personalized experiences. Offer a Loyalty Program Loyalty programs reward and encourage repeat business, creating a tangible incentive for ongoing patronage. I know I have!

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

ShepHyken

NOVEMBER 3, 2024

Operationalize by Zeisler Consulting (Zeisler Consulting) If you’re wondering what CX really is, leave it to a marketer of course to put it succinctly and easily: CX is all about operationalizing your Brand Promise. Marketing is about the brand promise. My Comment: I’ve written many articles about loyalty programs.

Customer Service 70

Customer Service Loyalty Programs Entertainment Loyalty 70

Retently

NOVEMBER 27, 2024

With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. In this article, we’ll walk you through the most effective, data-driven ecommerce growth strategies that are helping brands of all sizes crush their goals.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ECXO

JANUARY 21, 2025

The Warning Signs One day, a young employee named Sophie, who worked in the customer service department, approached Max with a report. Reputation Ruined: Apex went from being a beloved brand to a cautionary tale in the tech world. Claras disappointment with Apex stemmed from feeling undervalued despite years of loyalty.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Optimove

JANUARY 2, 2025

Dont Be Noise: Elevate Customer Loyalty in the Age of Marketing Fatigue In a world where customers are bombarded with choices, loyalty is no longer about sticking with the familiarits about earning trust and staying relevant. How can you ensure your brand stands out in this competitive landscape?

Consumers 76

Consumers Marketing Loyalty Programs Customer Retention 76

GetFeedback

DECEMBER 21, 2018

In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority. 32% of all customers would stop doing business with a brand they loved after one bad experience. ( of consumers are brand loyal because they love the product. American Express ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Brandwatch CX

MARCH 27, 2025

Relationship marketing is a long-term strategy, and that might put some brands off. Customer service (talk to them sweetly) Customer service has to be the number one priority for brands hoping to succeed at relationship marketing. Customer success (tell them how good they are) Customer loyalty programs are a mixed bag.

Customer relationships 93

Customer relationships Marketing How To Social Media 93

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. The report focuses on “Iconic firms” and contrasts them to those that are not iconic.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

InMoment XI

DECEMBER 1, 2021

And the goal of that process is to drive a deeper sense of loyalty. There is clearly some overlap between both programs, so how can brands utilize one to inform the other? If a customer isn’t satisfied with the proposed exchange your loyalty program offers, they won’t buy in. would if a discount is involved.

Loyalty 195

Loyalty Marketing Loyalty Programs Customer relationships 195

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition. Every interaction at every stage of the customer’s journey can affect loyalty.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Think Customers

JANUARY 17, 2025

Instead, conversations focused on how brands are using AI and putting its insights to work. Ultas loyalty program is 44 million members strong, with 95% of purchases made through the program, said Josh Friedman, vice president of digital products for Ulta. Technology is not there to substitute; its there to support.

Report 52

Report Data Retail Social Media 52

ShepHyken

DECEMBER 16, 2024

The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. They are repeat and loyal customers who are crucial to a company or brand staying in business.

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

BlueOcean

JULY 9, 2024

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Big brands—ones with significant human and financial resources—remain ahead of the game.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

ShepHyken

FEBRUARY 3, 2025

The 2025 Customer Service Transformation Report by Intercom (Intercom) For years, weve tracked gradual changes staffing struggles, rising customer expectations, the shift to digital-first. My Comment: I have the honor of working with Intercom, and they just released the 2025 Customer Transformation Report.

Customer Service 74

Customer Service Loyalty Programs Government Metrics 74

ShepHyken

OCTOBER 20, 2024

But for the right company or brand, this can work well. How 5 Brands Use Relationship Marketing to Create Loyal Customers by Industry Dive (Industry Dive) Nearly 70% of consumers will pay more for brands that they love. My Comment: Let’s learn from some recognizable brands about how their relationship marketing.

Customer Service 77

Customer Service Customer Centricity Entertainment Airlines 77

ShepHyken

JANUARY 5, 2025

Thank you for letting us be a part of your 2024and well see you next year for a brand-new season! Rethinking Retail Returns by Ellie Crawford (Retail TouchPoints) Returns negatively impact brands in several ways including processing costs, shipping fees, unsellable merchandise and more. The goal is to create an emotional connection.

Customer Service 70

Customer Service Loyalty Programs Retail Automotive 70

Experience Investigators by 360Connext

JANUARY 7, 2025

A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation. A strong customer experience strategy enables you to create a truly customer-centric brand. Of course, these wont happen overnight.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Define and consider the specific points of interaction between each customer persona and your brand. Their goals with your brand. Waiting for the next report, the next survey, the next set of interviews might be the right thing to do when you really don’t have enough information. Challenge # 3 – The Fantasy Customer.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be. So why should you care?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

SurveySensum

NOVEMBER 1, 2024

Loyalty is a brand.” — Shep Hyken. Brands that excel in cultivating loyalty experience 2.5X Well, brand loyalty goes beyond simple recognition of your products; it’s about the profound trust and emotional connection customers have with your brand. What is Brand Loyalty?

Loyalty 52

Loyalty Customer relationships Brands Sales 52

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Convenience: First Among Equals.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

InMoment XI

OCTOBER 3, 2024

Customer retention is important because the longer a customer stays with your brand, the higher their average purchase is. Implement Loyalty Programs Implementing a loyalty program can be one of the most effective customer retention strategies that your organization invests in.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

SurveyGizmo

NOVEMBER 4, 2021

Please download our CX Predictions for 2022 ebook for our full report. COVID killed brand loyalty. Brand loyalty took a nosedive during the pandemic with 75% of consumers trying a new shopping behavior since COVID started. This includes trying new brands, new retailers, and new generics.

Loyalty 95

Loyalty Brands eBook Loyalty Programs 95

InMoment XI

AUGUST 1, 2024

Customer sentiment is the emotions and attitudes expressed by customers towards a brand, product, or service. It includes both positive and negative feelings, like satisfaction, frustration, loyalty, and disappointment. Understanding how customers feel about your brand can help you identify strengths and areas for improvement.

Measurement 195

Measurement Effort Score How To Hotels 195

ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. One of the main points is that customer service is becoming the face of a brand.

Customer Service 141

Customer Service Loyalty Programs Social Media Contact Center 141

ShepHyken

OCTOBER 25, 2021

Reports and Data expect the global chatbot market to reach $10.08 Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. I’m a big believer that the typical loyalty program is actually a marketing program.

Customer Service 152

Customer Service Loyalty Programs Chatbots Loyalty 152

Comm100

OCTOBER 8, 2016

To solve this common issue, you can create free educational and training materials for your customers; this can increase their engagement with your services and produce loyalty as a result. Special Reports. Branding and Design Techniques. Loyalty Programs. Try creating materials like: Seminars/Webinars.

Customer Retention 164

Customer Retention Loyalty Strategy Loyalty Programs 164

CX University

NOVEMBER 21, 2020

Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Ask five different people what customer experience means to their brand and you would probably get twice as many correct, but different answers. This list goes on. The truth must be told.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

ProProfs Chat

MAY 28, 2020

No matter if you own a mom and pop shop at a street corner or run a multinational apparel brand, loyal customers are driving your business forward, one transaction at a time. . However, brand loyalty has become just another ‘buzz-phrase’. What Is Brand Loyalty. What is brand loyalty?

Loyalty 93

Loyalty Brands Customer Experience Loyalty Programs 93

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. The same report reveals that 79% of millennials. are more inclined to buy from brands that have a mobile-responsive customer support portal.

Customer Journeys 226

Customer Journeys B2C Social Media Omni-Channel 226

GetFeedback

JUNE 11, 2019

Indeed, there are many brands with cult-like followings. But why isn’t this level of fandom a reality for every brand? According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotionally with their audiences.

Study 170

Study Loyalty Connections Loyalty Programs 170

CSM Magazine

FEBRUARY 5, 2025

When a customer experiences a service failure, you’d assume their trust in the brand takes a hit. Brands that master this can turn slip-ups into opportunities to strengthen customer relationships, often resulting in higher satisfaction than if no issue had ever occurred. Cognitive Dissonance People dislike conflicting feelings.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

CX Journey

JUNE 29, 2017

Is that why, just in the past week, they've reported more store closings? Lampert is implying (he cites in one article that his turnaround is based on the new Sears loyalty program), there's more to it than offering loyalty programs. In the scheme of things, that's not true loyalty , either.

Loyalty Programs 135

Loyalty Programs Loyalty Customer Retention Retail 135

InMoment XI

OCTOBER 4, 2024

It’s a journey encompassing every point of interaction with your brand, from the initial awareness to leaving an online review. Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business. CXM vs CRM: How They Differ?

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Merkle

JULY 13, 2022

Our Loyalty Barometer Report covers emerging loyalty topics and examines how consumer mindsets are shifting, so brands can ensure their customer strategies are current and relevant.

Loyalty Programs 52

Loyalty Programs Loyalty Report Consumers 52